Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
Which one of the following is an objective of release and deployment management?
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
What is the act of transforming resources and capabilities into valuable service better known as?
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Which of the following options is a hierarchy that is used in knowledge management?
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Which of the following BEST describes service strategies' value to the business?
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
Which areas are NOT measured by process KPIs?
1. Technology
2. Performance
3. Value
4. Compliance
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?
What does the continual service improvement (CSI) approach enable a business to achieve?
What is a service delivered between two business units in the same organization known as?
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
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TESTED 22 Dec 2024
